Title: LibQUAL
1LibQUAL Introduction
- Thessaloniki, Greece
- June, 2005
- Presented by
- Bruce Thompson
2Total Circulation
Note. M. Kyrillidou and M. Young. (2003). ARL
Statistics 2002-03. Washington, D.C. ARL, p.8.
3Reference Transactions
Note. M. Kyrillidou and M. Young. (2003). ARL
Statistics 2002-03. Washington, D.C. ARL, p.8.
4Assessment
- The difficulty lies in trying to find a single
model or set of simple indicators that can be
used by different institutions, and that will
compare something across large groups that is by
definition only locally applicablei.e., how well
a library meets the needs of its institution.
Librarians have either made do with
oversimplified national data or have undertaken
customized local evaluations of effectiveness,
but there has not been devised an effective way
to link the two. - Sarah Pritchard, Library Trends, 1996
5LibQUAL Goals
- Improve mechanisms and protocols for evaluating
libraries - Develop web-based tools for assessing library
service quality - Identify best practices in providing library
service - Support libraries seeking to understand changes
in user behavior - Assist libraries seeking to re-position library
services in the new environment
6LibQUAL Outcomes
- Securing information that contributes
meaningfully to planning and improvement efforts
at a local level - Providing analytical frameworks that
institutional staff can apply without extensive
training or assistance - Helping decision-makers understand success of
investments - Finding useful inter-institutional comparisons
7Multiple Methodsof Listening to Customers
- Transactional surveys
- Mystery shopping
- New, declining, and lost-customer surveys
- Focus group interviews
- Customer advisory panels
- Service reviews
- Customer complaint, comment, and inquiry capture
- Total market surveys
- Employee field reporting
- Employee surveys
- Service operating data capture
- A SERVQUAL-type instrument is most suitable for
these methods
Note. A. Parasuraman. The SERVQUAL Model Its
Evolution And Current Status. (2000). Paper
presented at ARL Symposium on Measuring Service
Quality, Washington, D.C.
8The LibQUAL Premise
PERCEPTIONS SERVICE
- .only customers judge quality
- all other judgments are essentially
- irrelevant
Note. Zeithaml, Parasuraman, Berry. (1999).
Delivering quality service. NY The Free Press.
9Extended GAPS Model
Organizational Barriers to SQ
Customers Assessment of SQ
GAP 1
GAP 2
GAP 5
GAP 3
GAP 4
10(No Transcript)
1122 items
2000 2001 2002 2003
41-items 56-items 25-items 22-items
Affect of Service Affect of Service Service Affect Service Affect
Reliability Library as Place Library as Place Library as Place
Library as Place Reliability Personal Control Information Control
Provision of Physical Collections Self-Reliance Information Access
Access to Information Access to Information
12Survey Structure Page 2(Detail View)
13Colleges and Universities
14Colleges and Universities
15Rapid Growth in Other Areas
- Languages
- American English
- British English
- French
- Dutch
- Swedish
- Consortia
- Each may create 5 local questions to add to their
survey
- Types of Institutions
- Academic Health Sciences
- Academic Law
- Academic Military
- College or University
- Community College
- European Business
- Hospital
- Public
- State
- Countries
- U.S., U.K., Canada, the Netherlands, South
Africa, Sweden, France, Australia, New Zealand,
Malaysia
16LibQUAL Participants
17World LibQUAL Survey
18LibQUAL Resources
- LibQUAL Website http//www.libqual.org
- Publications http//www.libqual.org/publication
s - Events and Training http//www.libqual.org/even
ts - Gap Theory/Radargraph Introduction
http//www.libqual.org/Information/Tools/libqual
presentation.cfm - LibQUAL Procedures Manual http//www.libqual.o
rg/Information/Manual/index.cfm
19LibQUAL ContactInformation
- Martha Kyrillidou
- Director, ARL Statistics and Measurement
- martha_at_arl.org
- Amy Hoseth
- LibQUAL Communications Coordinator
- amyh_at_arl.org
- Jonathan D. Sousa
- Technical Applications Development Manager
- jonathan_at_arl.org
- Richard Groves
- Statistics and Measurement Research Assistant
- richard_at_arl.org